Foggy Star Casino - Player’s attempt to block his account for a week has been overlooked.

Hello Casino guru and thank you for helping players!

I have two issues with Foggystar casino. The first one is a delayed payment and unresponsive support, the other one is ignoring freezing my account. This is about the delayed payment.

I made a request 1,5 weeks ago about two withdrawls to Eezewallet. The first was €300 and the second €400. I recieved the first payment rather quickly (2 days) but I havent recieved the second one. I started to send them mails asking what was going on and they claimed they had problems with Eezewallet. Mind you, they usually responds with one emaik / day so its very slow and frustrating to communicate with them. I asked if they could transfer the money with classic bank transfer but they havent responded since then. I fear I will never see those €400. 😕

I have a mail conversation saved. Last reply was 4 days ago.

Thank you!

Additional comments from the player:

"Hello Casino Guru

The 25th August i won totally €700. Because I know myself that I likely play with the winning money (which the casino probably hope for) I asked the day after (26 augusy) to freeze my account until the payment have been processed. I came into contact with "Robert" and he said he couldnt close it because he didnt knew exactly when they payment was proceeded. I then asked to close my account for one week, until the 2nd september and he agreed to this. And further I asked him to not let me open it again until the 2nd september, and he said he would put a note on my account about that.

On the 27th august I was casually browsing and saw some ads from Foggystar. I tried to log in, pretty sure I wasnt able because my account was closed but hey, a gambler have to try. I came in and discovered my account wasnt closed. I tried to contact them but they never responds during the weekends with no chat either (this was a saturday). I left it there, but I was well aware my account wasnt closed so I logged in again after some hours and totally spend about €300 on the casino during the weekend. I was frustrated and sad because I clearly asked them to close it but they didnt.

I contacted them on monday about refunding my money and a long email process was initiated. In the end, they "felt sorry" about my loss. Offered me a 100% deposit bonus to cover it up, and when I got more frustrated about that, they said It was my own responsibility and wouldnt refund me.

Sadly... I dont have the orginal chat conversation with Robert because I need to manually download the chat logs which I didnt do because I was certain it wouldnt be a problem. However, I have the mail conversations with the manager.

Please help me CG. 😕

/Tobias"

Dear Oldfog,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for time off? My email address is petronela.k@casino.guru. Did you specify in that request the reason why you wish to block your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Oldfog, for the forward live chat transcript. Do I understand correctly that the casino admitted their mistake and processed your refund?

Yes, they admitted their mistake but did NOT refund me! This is the order how it happened.

1: Thursday 25'th i won €700

2: Friday the 26'th I wanted my account to be freezed for 1 week because I didnt want to spend more money on the casino until my withdrawl was proceeded. Robert confirmed this.

3: Saturday the 27th I tried to login. I contacted support to again ask to freeze my account, but support dont work in weekends.

4: I lost €300 during the 27th and the 28th. I would not have lost it if they have closed my account as I wanted.

5. They paid me the €700 some days ago.

6. I want a refund of the €300 I lost during the weekend when my account was open.

Do I understand correctly that the €300 was a new deposit that you were able to place during the weekend?

Yes, that is correct. It was not one deposit but several smaller deposits during the weekend that totals up to €300. Money I should not have been able to deposit if my account should have been closed. Additionally, I wanted to put a deposit limit aswell, but they were unable to do it, blaming on technical problems and being vague about, despite its on their homepage that you can set deposit limits.

Thank you very much, Oldfog, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you Petronela for the help so far!

Hello Oldfog,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

We hope this message finds you well. 

On August 25, the player asked us to block his account before making the payment to him. We agreed to this requirement and fulfilled it. On August 26th in the morning we made a payment to him and we unblocked his account, as the player asked us to block him until making the payment. The payment was made - so we unblocked it. 

We are not responsible for the fact that the player lost money. We received his request to block his account before making the payment, which we did. We have not received any other requests and are not responsible for his loss. It is necessary to note that all the money that the player won was successfully withdrawn.

We have unblocked the player's account and notified him about it. Therefore, he received the promo, which is mentioned in the player's message. We fulfilled our obligations, unblocked his account, and sent him a promo. Also, after we had withdrawn all the player's money, we offered him to continue playing. 

We hope this clarifies the situation.

Sincerely, FoggyStar

On August 25, the player asked us to block his account before making the payment to him. We agreed to this requirement and fulfilled it. On August 26th in the morning we made a payment to him and we unblocked his account, as the player asked us to block him until making the payment. The payment was made - so we unblocked it. 

It was TWO withdrawls. I asked to get the account closed until my withdrawl[S] have been completed. Only one of them was processed. FURTHER - later in the discussion I told Robert to close my account for a week, Robert have confirmed this as stated in the logs I send to Casino Guru. This was the latest request made, so it should make the other request obsolete. The reason for this was because the weekend was getting closer, and I know you don't process money during the weekend and I didn't want to fall into the trap to play during the weekend with no chance to contact the support to close my account - it is exactly why I did it BEFORE the weekend.

We are not responsible for the fact that the player lost money. We received his request to block his account before making the payment, which we did. We have not received any other requests and are not responsible for his loss. It is necessary to note that all the money that the player won was successfully withdrawn.

No, you are not responsible for me losing money. I have lost alot of money but I know when the fault is mine and when it isn't. However, it is YOUR responsibility to close my account when I request to do it. Again, I told Robert to close it for one week, he confirmed that would be the case, I added "And don't let me be able to open it again during that time" which he confirmed by saying "I will put a note on your account about that".

Does it make sense that my account gets reopened a few hours later? NO it doesn't.

Dear Foggy Star Casino team,

thank you very much for your cooperation. May I kindly ask you to provide me with the chat transcript the player had with your support team when he requested his account to be blocked?

jozef.k@casino.guru

Hello,

We hope this message finds you well.

Dear Oldfog, our team contacted you via email to resolve this issue several times last week, but haven’t received a response from you. We have sent you our proposal again and will be waiting for your response.

Sincerely,

FoggyStar

Dear Oldfog,

please, could you react?

Sorry, I have been away. I will check my mail now

Jozef, is there a way to message you privately? Or can you send me your mail adress?

I found your mail.🙂

Hi Oldfog,

I have reacted, and I have just sent you an update. Please, let me know when the situation is resolved.

Hi all,

We successfully fulfilled our agreement with Oldfog and withdrew the agreed amount to him and ask you to close the case.

Regards,

FoggyStar

I can confirm this. I am satisfied with the outcome.

Dear Oldfog,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef